Posts Tagged ‘M&T Bank

31
Jan
12

and so I find myself filled with rage

“Dear M&T Bank Customer Service:  I’ve spent an hour in a voicemail loop and/or on hold through your customer service number. M&T paid our Winter Taxes from our escrow on December 1. We refinanced later in the month, and the new mortgager also paid our real estate taxes. We have been told that the first payment has been refunded to M&T via a Tax Payment Servicing Company. We would like to know when we can expect to get this refund back to us. p.s. Your voicemail system doesn’t work — when I follow all of the prompts to the point where I indicate that I have a tax information question I end up back at the beginning. I’m very frustrated.”

*************

“Dear Customer,
Thank you for your email.
Please be advised, we would be happy to assist you with your inquiry, however, we are unable to locate an account number for you. Please provide your mortgage account number so we may further assist you.
If you have any further questions or concerns, please feel free to contact our Customer Service department at 1-800-724-2224.
Thank you for the opportunity to serve your banking needs.

Colleen Little
Mortgage Customer Support
Retail Servicing”

***************

Well that sounds promising — Colleen would relish an “opportunity” to serve my “banking needs.”

Said mortgage account numbers were provided. . . .

Time passes. . . .

Lots and lots of time. . .

Feels like Days . .

Finally, I receive word from my new friend Heather:

“Dear Customer,

Thank you for your inquiry.
Please be advised you will need to follow up directly with our Tax Department at 1-866-406-0949.
I apologize for any inconvenience this may have caused.
If you have any further questions or concerns regarding your mortgage account, please feel free to respond via email or contact our Customer Service Department directly at 1-800-724-2224.

Heather Mitchell-Carter
Mortgage Customer Support
Retail Servicing”

******************

Meh.

Customer Support my a%$. Apparently Colleen didn’t pass on to Heather the part of the message where I pointed out my excursion in voice mail purgatory. I begin to suspect that “Heather” is not actually a person, but an electronically-generated minion, an avatar of sorts, whose job is to parse the combinations of nouns and vowels in my email message and generate what seems to be a suitable response. I decide this is cynical, and will give Heather, or should I say, “Heather,” another chance:

“I tried yesterday to talk to someone at this Tax Department phone number. I went on an almost-an-hour-long voicemail loop which repeatedly returned me to the starting place. I don’t have time to do this again. Is it possible for someone from there to call me instead?”

*************************

More time passes. . .

Lots and lots of time. . .

Frustration builds. . .

Finally, Heather builds me up with false hope by actually replying to my message. Until I read it:

“Dear Customer,

Thank you for your inquiry.

Please be advised you will need to call the Tax Department directly at 1-866-406-0949 or you can contact our Customer Service Department at 1-800-724-2224 and request that a representative transfer you directly to a Tax Department Agent.
If you have any further questions or concerns regarding your mortgage account, please feel free to respond via email or contact our Customer Service Department directly at 1-800-724-2224.

Heather Mitchell-Carter
Mortgage Customer Support
Retail Servicing”


OMG — it’s just like their voice mail!

Just as I suspected. Heather is, in fact, “Heather,” and M&T doesn’t give a flying f@#$ in a rolling doughnut about customer “support.” They just want me to go away. Soon.

The fact that the bank (ahem, Fifth Third) that refinanced our mortgage and the title company (ahem, Midstate Title) that prepared the endless legal documents for us to sign and initial, and initial, and initial. . .    apparently dropped the ball by not noticing that our taxes had been paid TWO FULL WEEKS BEFORE CLOSING, and can’t seem to be bothered to interrupt their whatever-it-is-that-bankers-do-in-the-winter-since-they’re-clearly-not-playing-golf to fix this for me doesn’t help.

Plus it’s Tuesday, and I work way too many hours on Wednesday so I’m preemptively crabby.

That doesn’t help.

My newly henna’d hair, does, though, kick ass, so there is that at least.

Sigh.

Why do other people not doing their jobs have to make so much more work for me? I have enough to do (you can tell, right?). Why am I waiting 6 weeks to get my money back? Why am I paying interest over the next 15 years for money I didn’t need to borrow? Why is the world so goddamn frustrating?




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